Veterans Support Technician - Frontline Help & Knowledge Base

State of Michigan

Lansing (MI)

On-site

USD 25,000 - 39,000

Full time

5 days ago

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Job summary

The State of Michigan seeks a Departmental Technician to serve as the primary point of contact for veterans and their families seeking assistance through the Michigan Veterans Affairs Agency (MVAA). The role involves handling inquiries by phone, email, and MVAA website, and updating the CRM knowledge base with accurate answers while ensuring PII and HIPAA compliance.

The technician will research information and contribute to the knowledge base to improve the MVAA’s response capabilities,

Qualifications

One year of experience performing administrative support activities equivalent to the 7-level in state service.
One year of experience performing administrative support activities equivalent to the 8-level in state service.
One year of experience as a supervisor of administrative support activities equivalent to the 9-level in state service.
Possession of a Bachelor’s degree and one year of job-related experience may be substituted for the experience requirement.

Responsibilities

Primary point of contact for veterans and their families seeking assistance.
Technicians contacted directly by phone, email, and via the MVAA website.
Track calls using CRM and answer inquiries through the MVAA CRM knowledge base.
Research information and add answers to develop the knowledge base while adhering to PII and HIPAA guidelines.